The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale role-playing, and enable true scenario-based training where you can practice active listening, communication, and multi-tasking skills simultaneously.
David Lawson, Co-Founder & CEO of Call Simulator, will discuss how immersive conversation simulations can be created, distributed, and analyzed by call centers of any size. David will also discuss the proven ROI of simulation training, and why it is integral to a call center's quality management.
Air Date: Wed., June 26, 2024 - 10:00 AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: David Lawson | Call Simulator
Season: 15 | Episode Number: 5
Shorter Video Caramel:
Full Show:
Guest: David Lawson
David has been an entrepreneur focused on technology, data insights, and training for decades. He is the author of Big Good: Philanthropy in the Age of Big Data and Cognitive Computing. He designed one of the first AI for Good applications using IBM Watson, and most recently co-founded Call Simulator, a company that provides Conversation Training as a Service to call centers. Call Simulator uses a combination of conversational and generative AI to enable their clients to quickly create immersive training experiences, and deliver them anywhere at any time.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.
